Full-Time Guest Service Agent at Hyatt House

At Hyatt House Anaheim Convention Center, we pride ourselves on being chosen by guests for our dedicated and attentive team members. Our staff is committed to delivering efficient service and creating memorable experiences. This role is under the guidance of the Front Office Manager.Position Summary:The Guest Service Agent at Hyatt House plays a crucial role in delivering exceptional guest experiences and ensuring the smooth operation of the front desk. This position involves managing check-ins and check-outs, while maintaining the highest standards of customer service. Success in this role requires strong attention to detail, excellent organizational skills, and effective communication abilities. The Guest Service Agent collaborates with various departments to promptly address guest needs, ensuring their satisfaction. A successful Guest Service Agent not only excels in front desk procedures but also exhibits a positive attitude, strong interpersonal skills, and a commitment to fostering a cooperative team environment, ultimately enhancing the overall guest experience.Essential Duties and Responsibilities (Other duties may be assigned):To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/ or ability required.Greet and assist guests during check-in and check-out, ensuring a smooth and pleasant experienceAddress guest inquiries and resolve complaints promptly and courteouslyCollaborate with housekeeping and maintenance to ensure rooms are ready and issues are addressedHandle daily front desk operations, including cash transactions and shift reportsBe knowledgeable about hotel services, amenities, and local attractions to provide helpful information to guestsUphold and follow hotel policies and procedures to ensure complianceCreate a welcoming and friendly environment for guests and team membersOther Essential Job Duties: (Continued)Attends hotel and department meetings and other functions required by managementCommunicates all pertinent information to all department headsMust be available to work weekends and holidaysArrives to work on time, ready to clock in, in a clean/pressed uniform and non-slip shoesMust maintain high standards of personal appearance and groomingWears name tag at all times when at workMust be attentive, courteous and efficient at all times when dealing with the guests and co-workersComply at all times with compliance standards and regulations to encourage safe and efficient hotel operationsEstablish and maintain good communications and teamwork with all employees and other departments within the hotel in such a manner that promotes harmony throughout the workplaceBe familiar with all policies and hotel rules, and hotel terminologyMust be capable of self-supervision and have the ability to manage time accordingly in order to complete the required workQualifications Requirements:A minimum of 1 year of progressive experience in hotel front deskMinimum age requirement of 18 yearsKnowledge and Skills:Ability to manage multiple tasks simultaneously while maintaining high levels of customer service and efficiencyAbility to meet the needs of others in a dynamic and fast-paced settingStrong verbal and written communication abilities to effectively interact with guests, team members, and managementCapable of quickly identifying issues and implementing effective solutions to maintain smooth front desk operationsEfficiently prioritize tasks and manage time to meet deadlines and handle high volumes of guest check-ins and check-outsMeticulous in handling guest requests, processing transactions, and maintaining accurate recordsPrepared to handle emergencies and unexpected situations calmly and effectively, ensuring the safety and satisfaction of guestsReasoning Ability:Guest Service Agents at Hyatt House must possess strong reasoning skills to effectively handle their responsibilities. They are required to exercise sound judgment in resolving guest inquiries and addressing issues promptly. Attentive listening is essential to ensure guests feel heard and their concerns are efficiently resolved.In a dynamic, fast-paced environment, Guest Service Agents should proactively anticipate guest needs and operational challenges. Their reasoning skills enable them to make informed decisions, maintaining the hotel's high service standards and ensuring a seamless guest experience. This capability is crucial for managing guest interactions, ensuring satisfaction, and supporting the overall front desk operations.Physical Demands:As a Guest Service Agent, you will engage in various physical activities requiring endurance and attention to detail. The job involves standing for long periods as you greet guests, check them in and out. You will need the physical capability to handle guest luggage and occasionally lift items weighing up to 50 lbs. Strong visual skills, including close and distance vision, are essential for managing front desk operations and ensuring guest satisfaction. Reasonable accommodation may be arranged to assist individuals with disabilities in performing these essential functions.Physical Demands Continued:Continuous standingFrequent walkingLimited sittingNormal neck motionMaximum carrying weight up to 10–50 pounds (e.g., guest luggage)Carrying distance up to 20 feetModerate reachingIntermittent overhead liftingFrequent waist to chest level liftingIntermittent floor level liftingOccasional climbing on stoolNo crawlingSeldom balancingSeldom crouchingIntermittent kneelingIntermittent pushing and pulling maximum weight up to 150 pounds (e.g., luggage cart)Frequent bendingFrequent twistingContinuous and repetitive use of hands (e.g., typing, handling documents)Continuous use of feetMust be capable of climbing and descending stairs during the shiftWork Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.The setting in the work environment is indoors and the noise level is usually moderate.Hotel Standards must be demonstrated at all times while on duty.This job description is not an exhaustive list of all job functions that are required of an employee in this position. Therefore, other duties may be asked of an employee in this position from time to time. #J-18808-Ljbffr Prospera Management Inc.